Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.4 stars
  • Customer Service
    3.6 stars
  • Speed
    3 stars
  • Reliability
    3.3 stars

Based on 5897 customer ratings since 2018-11-17 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2834 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
I have been a customer for many years and overall the service has been fine. I did have a major billing issue back in July which has only just been resolved. I would like to personally thank Lee Yule for his superb professional approach which was both caring and considerate. Lee has been such a fantastic help resolving all the issues. He is a credit to the company. I would have left and changed provider if it wasn't for Lee.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex Plusnet  
It must be getting close to 2 years that I have been unble to access my bills on line via my prefered browser, Firefox. In the last 6 months I have been able to view them as long as I change browser!! I have raised the issue countless times just to be fobed off with 'we are working on it'. Really, for 2 years!

Also, evey evening my braodband stutters and freezes, I can only imagine this is due to high demand. However, this too has been going on for a VERY long time...surely they know how much demand will spike and at what times,...can't they plan for it!?!
I am about to change suppliers, and HALF MY BILLS in the process.
Plusnet get your act together, you have steadily increased your prices but the service levels haven't improved in line with that. I'm off.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
S. Wawickshire Plusnet  
Consistently lower than the 27mbps minimum guarantee, often at only 10mbps 3 months into the contract despite numerous calls and an engineer visit. Customer support are extremely unhelpful with the helpline often closed within stated working hours. I would recommend avoiding this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Plusnet  
No internet connection for 72 days. I have spoken with over 15 different people in their tech dept & no one can arrange a fix. username: antvic
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plusnet ripped me of by hiking up my prices by £7 a month without informing me.
When I called to renegotiate I was forced to play some guessing game with your call handler as to what she could offer, before being told the minimum contract I could have was £5 a month more than you would give a new customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Matlock Plusnet  
Can’t comment on broadband speed or reliability as still don’t have it set up.

Terrible customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Ormskirk Plusnet  
9 days without a land line and I am told it will be another 5 days before its repaired. We are both 80 year old people and it's our only form of contact. Change your strap line to.. We let you down. Shameful service
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
Llanelli Plusnet  
We paying so much money for nothing. Only works in our living room. Called and they did not care at all.
They were fixing it once so did not have internet for a week. They told me I won't have to pay full amount still paid same as always. Can't wait for my husband to cancel it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dartford Plusnet  
Compared with my last provider, plusnet is excellent, I was always having to switch it off and back on to get wifi, which is all I want. With Plusnet, I don't have to do that any longer as it's never dropped since I first plugged it in, also, it's half the price, first class, hence 5 stars.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Haddington Plusnet  
Openreach engineers have tested my line and showed that I could get up to 7mbps. But I am now only getting 2mbps and I keep having to reset my plusnet hub when I lose internet connection completely. Apparently some part of the network system automatically turns down my speed because of the signal to noise ratio (snr). Everytime I phone plusnet I seem to be on hold for 15 minutes plus before I speak to anyone. The getout is that they only guarantee 1mbps.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Wigton Plusnet  
Shocking from Plusnet. Swapped internet provider mid August. They eventually switched over at the beginning of September (They purposely take their time, you'll understand why). When swapped over internet was terrible. Kept buffering. Couldn't watch a programme in one go (this was supposedly 57mps speed) rang numerous times to fix, but still same results. Within 3 days swapped internet provider. Am now receiving Early termination fees of £180 even though I left within 3 days. They're arguing it was from mid-august date. I.e. They're purposely waiting beyond 14 days to switch over, so that when they do give you a below standard product, you're tied into them for the remainder of the contract. BE WARNED!!!!!WILL NEVER USE AGAIN!!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Rayleigh Plusnet  
Customer services, total waste of time. No service. Happy to hide behind customer lack of knowledge and continue to over charge compared to their "new" deals.
Customer care line dropped when tried to cancel my service.
DO NOT RECOMMEND
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leamington Spa Plusnet  
No complaints about BB, but customer service is appalling. Just been cut off twice, hanging on for over half an hour, and still not spoken to anyone about my contract. Even if you want to complain, you have to call--and they don't answer the phone!!Been promised a call back, but I won't hold my breath. That's an hour of my life I won't get back.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Maidstone, Kent Plusnet  
Absolute diabolical Service did not receive any of the promised service,so cancelled and now they are demanding money. Stay aware from Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newport Plusnet  
Totally messed up my house move. As far as I knew, everything was arranged for the day after I moved in to get an engineer out. When I called the day before to confirm the installation, I was told there was an error in the order and it would have to be rebooked. I agreed to this even though it was leaving without internet over Christmas. Again, the day before installation was due I called Plusnet to confirm. Now there was a problem with Openreach because my house already had an active line (it didn't). I asked them to confirm the details to find they'd booked the installation at the address is moved from! Absolute incompetence! I told them where to stick their broadband and moved to Sky. In Plusnet's credit, they agreed to waiver any early termination fees.
Our so I thought....
10 months later, I received an email from Plusnet saying payment could not be collected for my latest bill. I logged into my account to find a bill for early termination charges - issued 9 months after my move. As during the previous fiasco I'd spent hours and hours on hold to their customer services, I contacted them via webchat. The operator confirmed that the bill was raised in error and world be credited. Two weeks later I bet a call from their debt department chasing payment. I told her the story and she said she had put a note on my account. Two days later...another debt chase call! I demanded to speak to someone who could help without being put on hold for hours and was put though to technical support(?), the operator said he had emailed the billing team to sort this. We'll see.

I will avoid Plusnet and would recommend anyone do the same unless you're a fan of incompetence. As I'm also in a position to do so, I've also transferred my company's broadband away from Plusnet. It's hard to believe they're owned by BT. They definitely need to invest in staff training!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield Plusnet  
Keen price, excellent pro-active customer service, very good and timely communications and instructions.
I am very happy with PlusNet.
  • Satisfaction
    5 stars
Newcastle upon Tyne Plusnet  
Absolute joke of a service. Had to pay 80 to get an engineer out and wasted two days annual leave because the first engineer who turned up couldn't do the job needed.was told oh it doesn't matter because you're getting 75 cashback once the service is up and running any way. The service itself took a whole month of back and forth to sort out. When it finally came I waited for the cashback. And waited. Just called up and asked where the cashback had ended up. They sent an email out 3rd September asking for me to claim it as if I wouldn't just want it automatically. Absolute scam. For whatever reason the email ended up in my spam box and because I didn't kick off with them asap I've ended up missing the "deadline" for a task I've never been verbally told I had. Such a disgraceful way to treat customers and that was a lot of money for me. There is absolutely nothing the company is willing to do because the email scam is in the small print. Never again and I'd advise all friends and family to stay far far away from these guys.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
England Plusnet  
Terrible experience. Cut off our existing broadband earlier than we asked. Took over 3 weeks to set up our new broadband, after 3 weeks they still failed to! So we asked for a refund, which they agreed to. But haven’t received said refund and are having to contact them almost daily to try to get this done! So overall very frustrating and very much looking forward to the day that we get our refund and don’t have to spend ages on hold on the phone to them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrow Plusnet  
Not helpful, said internet will come on a certain day however it is now a day later and they still have failed to put on the internet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Had an intermittent fault with my service, booked an engineers visit which Plusnet automatically cancelled. Eventually got an engineer to attend, the service was then out for a while week with a further two visits. I spent 5+ hours on the phone, the agents don't have a clue and there is no consistency in handling calls. In the end Plusnet agreed that they would wave the contract cancellation fees. I think they'd given up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Reading Plusnet  
Joined in March 2019 plusnet have not taken any direct debits since. Customer Service they have trouble with their systems, recent bill was gibberish. Was advised to cancel direct debit until sorted but am getting threatening emails and texts for non payment! Am switching tomorrow - advise people to look elsewhere rather than plusnet - I'm not the only one to have this problem - can't even connect to their website now, get, 'failing- billing' message!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Lytham St Annes, Lancs. Plusnet  
Recently signed up to Plusnet, was told broadband would go live on the 2nd of November, I called them and was told 3 different things, then called John Lewis Broadband who told me to use PLUSNET router until 15th, phone line should switch over then, DO NOT USE PLUSNET!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
New Galloway Plusnet  
12 months on - speeds lower than last provider, reasonably stable. Renew prices very misleading. took 3 calls with 20 mins wait on last 2 to find out actual renewal price. Renewal price higher than deals for new customers and 66% dearer than same speed for new customer with post office and quidco cash back !
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Lincoln Plusnet  
My broadband Is terrible. I have never seen anything so atrocious before in my life. I am seriously thinking of changing to a different broadband service. Act soon!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    1 star
Lewisham Plusnet  
After signing up to Plusnet with the incentive of a £60 voucher, we were late noticed to the terms and conditions which says you need to activate it yourself and if this isn't done within 3 months, you don't get anything. This wasn't clear from the onset, and then Plusnet wouldn't even give us anything for it and just said well that's the terms and conditions. The internet is ok, but not the best. We feel fooled into going with this company and are not satisfied at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Plusnet  
Three weeks of faults two days off work for engineer visits and no further forward, worst provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burghfield Common Plusnet  
This is poor I have never had broadband so slow, I could walk to the exchange faster than this works. I have had O2
, Sky & post office broadband all faster than this setup. If it does not improve I will be going back to the post office
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield Plusnet  
Been with Plusnet since 28th Jan 2019. The switch-over was seamless and the broadband speeds very good, but from fairly early on we started to experience loss of internet connectivity. I've worked in IT for the past 20 odd years so I ensured I first ruled out my internal infrastructure as the cause of the issue and ran version tests. The results of my testing showed that broadband connectivity and throughput was stable, but all devices (wired and wireless) on the LAN were failing DNS resolution - IP connectivity worked without issue, and the only way to restore DNS was to reboot the Plusnet router - which is the DNS proxy for the LAN.

The issue was originally raised with Plusnet support around 5 months ago, at which point I sent them the results (traceroute, nslookup) of my testing; a number of weeks past with no response from Plusnet support, I phoned to chase progress and ended up having to explain the whole situation again as it turned out my original report was not logged.

The DNS issue is now happening on a daily basis, requiring a Plusnet router reboot each time. Plusnet sent me a new router - exactly the same issue after new router installed.

Plusnet support are now claiming they need to send out a broadband engineer which may incur a £65 charge, but they are unable to explain why or what the broadband engineer is going to actually test relating to DNS - broadband connectivity is not the issue, they can see that from their own GRE Test.

Every time I speak to Plusnet Support it is obvious that their support staff do not understand basic network connectivity and testing, and there appears to be no networking team they can escalate to.

The issue continues.....
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Haslemere Plusnet  
Very poor I can’t even watch hd channels without pixelating and unable to watch fire stick programmes
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
CF363SN Plusnet  
Avoid plusnet at all costs there fibre is useless. Down load speed should be 38mb but lucky if get 24mb on a good day
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
morley Plusnet  
Worst broadband I have ever had. Could not get online in my bedroom, router would periodically just keep kicking me off and very slow. Icing on the cake was when I gave 30 days notice and they disconnected my home phone and broadband immediately. Problems with mobile service as well. Complaint Manager on broadband side very helpful, apologetic and professional - I could not fault her. Complaint Manager on mobile side not very helpful and not all apologetic.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Midlands Plusnet  
After canceling one of my business phone lines/ADSL for slow speed that they could not sort 1/4MB up and 4MB down. They said there would be no charge for the cancellation as i have been a customer for 20 years and still have lines with them. I have also had this confirmed in there on line chat and email after many hours on the phone and emails, As they had sent request for the payments. But 2 days ago i get a letter from Plus net that they have passed my debt on to a collection agency and adding 25% to £58.79
I have had problem with them over the years but have sorted quite well. The customer service team now seem incompetent.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Fernilee Plusnet  
Ping variations, slow upload & download speeds, cut outs, a router that can barely reach 1 room away... you name it.
Plus net should be liable for false advertising because not only is the service disgustingly bad but the customer service is one of the worst out there.

I feel for the poor internet engineers that plus net send to us because they’re convinced it’s a line fault. Every engineer says it’s fine, “it’s plus net that’s the issue” and plus net customer service just run around in circles. This is the least reliable internet service out there.

Months of issues and ringing plus net constantly lead us to this conversation:
C: “I’m sick of having to ring you constantly”,
PN: “Well I can see you’ve used over 500GB this month”,
C: “I pay for unlimited download...”
PN: “yes”
Plus net ran out of excuses so flipped to blaming me for using the service I pay for, my job is in technology.

I could honestly write an essay longer than my Master’s thesis in how wrong and bad plus net are. DO NOT USE THEM
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Plusnet  
Plusnet give me terrible broadband speeds, but their customer service is ok, they help me, ONLY BY PUTTING ME ON HOLD FOR ABOUT 3 ******* HOURS, I will be changing isps as well, don't go with Plusnet or John Lewis Broadband who also use Plusnet.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
New Galloway Plusnet  
I'm now into my 6th year with Plusnet and am now running out of patience with them. Renewing is always a big hassle. Every year they mess up my renewal. I have to negotiate to get a decent deal and then they get some part of it wrong, overcharge me, and I have to wait months for them to rectify their mistakes. They did the same this year and after I thought the first error had been sorted I now find that they have not included mobile call in my package as I have been charged for these calls. The emails they send are as clear as mud and there are invariably long delays if you phone.
Next renewal I am DEFINITELY shopping around!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Cheshire Plusnet  
Absolutely useless. I placed a homemove on the 30Sept. They checked the new line and said all ok. I should have broadband in my new home on Fri 11 Oct. It didn't happen. What with moving house etc I was unable to chase until Mon 14th when they said the house no. was not assigned to the order so the automatic provisioning didn't kick in. Agent said they had sorted this now and I would be enabled on the 18th. I then saw a mail saying I would get a call for an engineer visit. So I rang up on the 17th and the agent had to place a new order. Turns out nothing had gone through the system from my call on the 14th. So now I am told I will get broadband enabled on the 31st of Nov. This is absolutely rubbish, if I had known this delay at the outset I would have moved to a new provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cheltenham Plusnet  
Broadband speeds have sunk down to unworkable. In the speed test today it was 0.3 for download and 0.1 for upload. Websites time out before fully loading and it reminds me of the days of the acoustic coupler when it was a miracle to get onto the internet and you didn’t mind going away to make a cup of tea while things loaded up. Now only use tethering from my mobile phone to get online. I am about to cancel service (What service?)
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Reliability
    1 star
East Devon Plusnet  
Absolute garbage. I switched from Talktalk who are also garbage to Plusnet and my god, I have only been with Plusnet for 3 days and it is the worst internet I have ever had. It lags throughout the entire day. Gaming is terrible for it. Even when I'm on my phone, it lags and is slow as hell. I am cancelling and going elsewhere. Please do NOT go with this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
I am utterly appalled with Plusnet. I have been a loyal customer of Plusnet for over 6 years. I use the Plusnet line rental saver which I thought was saving me money. But recently having signed up to the line rental saver again, I find out that I am paying well over the odds for my fibre broadband and Plusnet only give new customers a good deal.
I contacted Plusnet and was told that they can only reduce my bill by £5 per month, despite me still then paying more than new customers do and not being offered the £70 cash back that new customers get.
I was also told, when I expressed how unhappy I am about this, that it is the industry standard and that all companies do this. What the hell? So basically this despicable greedy company who over charge LOYAL customers badly needs REGULATING!!! The blasé attitude of the customer service representative shocked me, they do not give a single damn about their customers. Loyalty would NOT be recognised if it slapped them in the face. So I almost signed up to an 18 month contract, but thought hell NO! Why save myself a measly bit of money, when in a few months I can leave and go with another provider? So I asked the representative to NOT go ahead with this new rubbish deal.
He did also try to sell me a mobile deal in the first few minutes, also tried to sign me up to a 2 year contract, despite me not being happy with the abysmal deal he offered. So a new customer gets a great deal on an 18 month contract with £70 cash back. I would pay the same, plus pay line rental and not receive cash back! The day this company goes bust will be a happy day, horrid they are. Customer service is pretty useless unless you want to sign up to a new deal, terrible long wait times on the phone, live chat non existent! It just tells you to ring them??? I mean this is Plusnet, the owners of phrases such as “We'll do you proud” “Great customer service with UK call centres” What they don't say is they are bottom for customer service, customer service representatives don't speak good English, despite being English! They leave you waiting 30 to 40 minutes at peak times. Tiny call centres understaffed. Poor communication skills, inability to understand why a customer of 6 years is upset with being over-charged!
I am so disgusted, I cannot wait to leave this awful company and never ever give my business to them, or BT ever again!
Just look at the appalling customer service replies at the end of each persons post! Cut and paste standardised drivel. They make you think they would help, it is a joke. You cannot hide from what you are, utterly greedy, uncaring and a disrespectful company.
Now here is the bigger problem, I have an email to say my new contract is set up, but despite me saying I do NOT want to take this new contract, I have received no email to say it has been cancelled! I have your representative on tape!!! It is going to Watchdog, should you sign me up to a contract after me saying I do NOT want it, I will also be taking this to the Ombudsman.
I loathe you Plusnet, absolutely loathe you. Your attitude to what is an industry standard is to be spat on, you are just as gross as the rest then right? A round of applause for being greedy, disloyal and lousy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Lancashire Plusnet  
Never experienced a complete lack of ability. Dreadful “fibre”. Can’t even get access to my bills as PlusNet took my email address down wrong. After 2 hours of speaking to various people (and them all taking some assured sense of ability in telling me the issues with THEM having taken the completely wrong email address) I gave up. DO NOT use Plus Net as your provider. They will not do you Proud.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York Plusnet  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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